56% report having to re-explain an issue57% report having to switch from the web to the phone59% report expending moderate-to –high effort to resolve an issue59% report being transferred62% report having to repeatedly contact the company to resolve an issue

The Bad-Service Ripple Effect

Service failures not only drive existing customers to defect—they also can repel prospective ones. Our research shows:

25% of customers are likely to say something positive about their customer service experience65% are likely to speak negatively23% of customers who had a positive service interaction told 10 or more people about it48% of customers who had negative experiences told 10 or more others